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LIBRARY OF CONGRESS 




014 577 118 



Conservation Resources 
Lig-Free® Type I 
Ph 8.5, Buffered 



TX 911 
.L62 

Lesson 6 
Copy 1 






LEWIS 

HOTEL TRAINING 

COURSE 



Lesson 6 

CHIEF PORTER 
PORTER AND MESSENGER BOY 




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REVISED EDITION 



Copyrighted 1940 
Clifford Lewis, Author 



Lewis Hotel Training vSchoob 

^ajliingion,D.C. 



The Original and Only School of Its Kind in the World 



Creeled worfc 



The designation of "Baggage Smashers" is no longer 
applied to men who fill the important position of hotel 
porter. 



Quiet, Please 



Safety First 



Guests are luggage con- 
A noisy hotel is a poor sc i ous> spending large sums 

hotel. Noisy service is poor for matched pieces and priz- 

service. Porters can do much in S *** sma ^ appearance. 

They demand careful han- 
to preserve an atmosphere of dling of this costly equip _ 

quiet throughout lobbies and ment and the wise porter re- 
upper corridors by quiet re- s P ects their demands. 

"Rubber tired trucks 
moval and delivery of bag- padded se rvice elevators and 

gage. heavy shoulder straps, for 

carrying hand luggage, are 
During times of heavy ar- all aids to safe delivery. 

rival, and d e p a r t u r e, of Pro P er Placement of bag- 

gage in elevators, and in 
guests hundreds of pieces of rooms> wiu preve nt accidents 

baggage must be moved in to guests through stumbling 



"double-quick" time. 

The chief porter should 
train his assistants to avoid 



over baggage with resulting 
bruises to feelings as well as 
to shins. 

Avoid too heavy loads 
causing strain or injury. Lift 



running, sliding baggage over heavy luggage slowly — do 
floors, calling out, incessant n %^f er safegU ards at side- 



ringing of elevator bells, and 
, other disturbing noises. 



walk elevators, service ele- 
vators and lobbies will re- 
duce danger of accidents to 

Train men to walk softly, S uests and employees 

Report every accident at 
speak quietly, instruct care- Qnce {Q head of department 

fully, and demand a quiet, or proper authority. Report 

polite service that will reduce an ? condition which might 

lead to an accident; An 
one source of noise and con- mmce of preve ntion is better 

fusion. than a pound of cure." 



f**-*. 



©CI A Pi 393171 

FE'B 23 (942 



rtvi 

,Lt&h 
Chief Porter, Porter and Messenger Boy 

Messenger Boy 

The position of messenger boy may seem a small one through 
which to enter the hotel field, but it will be a matter of inspiration, 
to the lad entering the field, to know that many prominent hotel 
men of today started as messengers, pages, and bell boys. 

One of Boston's outstanding hotel men of the last generation 
traced his success in hotel life to an humble start as a hotel mes- 
senger boy. He rose from this position to management of one of 
Boston's exclusive hotels, to presidency of the Hotel Men's Mutual 
Benefit Association, and to a place of honor and esteem in his com- 
munity and profession. 

The messenger boy is usually engaged by the chief porter, 
performing errands for him, or for guests, procuring amusement 
and railway tickets, pullman or stateroom reservations for guests, 
and attending to any errands guests may require. He takes orders 
from the chief porter, and reports back to him after the perform- 
ance of each errand. 

Any bright boy of today may fill the position of messenger 
boy in a hotel, but he must be interested, alert, and observing in 
order to succeed. He must be impressed from the first with the 
importance of the proper understanding and delivery of each 
message. 

«,. - . - ., Most messages are written in detail for the mes- 
Chief aim of the & . 

MAM u senger boy. His aim should be to deliver each 

messenger boy & J ■ . _ 

message promptly, to get a signature for its de- 
livery, to take back any reply or package necessary, and to re- 
port back to his superior. He carries a book in which all mes- 
sages are recorded. This book must be signed by each person to 
whom a message is delivered. 

Thus it is seen that four things are vital for correct delivery 
of messages : 

1. Assume entire responsibility for every message, ticket, or 
package, until it has been properly delivered. 

2. Take each message to the correct street, number, or place 
and to the proper person. 

3. Get a signature for each message delivered. 

4. Report back to chief porter. 

Delivery in person ^ a messa 9 e is to be delivered in person (to 

the man or woman to whom it is addressed) 
and that person is not located, bring it back to the hotel. 

Leaving the message If th * messa ^ e is to c be le f l until called ^ 
for delivery g signature of the person to whom it 

is given. If the messenger boy has the least 



MESSENGER BOY L6 



doubt that he understands exactly what he is expected to do, he 

must ask the guest, or chief porter, to repeat the instructions even 

at the risk of being considered dull or slow to understand. He will 

save time and annoyance to everyone, if he understands directions 

correctly before starting out. 

_ ,. „ In one large chain of hotels where floor 

Delivery of messages , , & , , .. , . 

., , a , . clerks are employed, the messenger boy is 

through floor clerks . , . . . « i i» j i j 

required to report at floor clerk s desk and 

give name of guest and room number to which he has been sent. 
Information is then noted on the floor clerk's time sheet. Mes- 
sengers from outside the hotel must present a pass and may then 
be permitted to go to guest's room. 

TT , , ., Every message or instruction given him 

Understand the message , rl \ . <. -. , 3 i_ 

by the chief porter, or guest, should be 

carefully repeated to show that he understands exactly what he 
is to do. He must get the sense of the message and state his own 
understanding of it. If he simply repeats the message parrot-like 
he may forget one word and the whole meaning of the message 
is changed. Battles have been lost, and lives, and fortunes, sacri- 
ficed, by the error or omission of one word in the order. One 
wrong word in a message that is delivered verbally may change 
the entire plan or business future of a guest. The importance of 
this position must not be underestimated. 

Any message may be of vital importance to the business or 
family life of the guest of the hotel. Start out on each errand 
with a perfect understanding of what is to be done, learn whether 
or not a reply is expected, and whether or not any special service 
is to be performed except the actual delivery of the message. 
Regard each message as important and never consider it finished 
until a report has been made on it to a superior. 

A guest may be worried, nervous, or "upset" when sending a 
message. The cool-headed messenger boy, who can throw his calm- 
ness into the balance, will save time in the proper understanding 
and delivery of all messages. 

, , £ The messenger boy must be familiar with the 

Studying maps of s J . . . 

... , , city, town, or resort, in which the hotel is lo- 

cated. He must know it as well as the Western 
Union or Postal Telegraph boy knows it. He learns the names and 
locations of streets, avenues, circles, places, and sections of the city. 
He studies the location of railroad and bus stations; steamboat 
wharves, airports, hospitals, churches, theaters and places of amuse- 
ment. He will do well to secure maps of the city and should 
study them carefully for all this information. Town and city 
libraries usually have these maps as do Chambers of Commerce 



L6 MESSENGER BOY 



and automobile service companies. A few hours' study will fix the 
streets, sections and important points firmly in mind. 

Never ask strangers for directions in locating an address. Ask 
a policeman, or go into a drug store or business place to make 
inquiries. Strangers may give vague, or misleading, directions that 
will mean loss of time or, improper delivery of messages. 

A bicycle may be furnished by the hotel for messenger boys to 
use in running errands or they may be given car or taxi fare when 
the distance warrants it. Bicycles require careful cleaning, oiling 
and inspection for small repairs. If the messenger boy is expected 
to care for his own bicycle, he should do this faithfully. 

Hotels have the serious duty of providing mes- 
senger boys who are honorable and dependable. 
A story is told of a messenger boy who threw a 
prescription and medicine bottle into the sewer, pocketed the money 
given him to pay for the medicine and never returned to the hotel. 
There are stories, too, of messenger boys who, when sent out with 
messages to business houses, destroy the messages, spend the time 
necessary for their delivery in idling about the streets, smoking 
cigarettes, or visiting shows. They return to duty to have their 
wrong-doing discovered only after several days of anxiety on the 
part of the guest who sent the message. 

... , , Compare this type of boy with the interested, alert 

' little messenger boy who observes each guest from 

messenger boy , , , J , . , , ■ P , ., 

whom he takes a message and is able to describe 

the guest to the person to whom he delivers it. One such mes- 
senger boy delivered a letter to a business firm. He was to wait 
for an answer and he noticed that the man who read the letter 
seemed puzzled about something. Evidently the writer had omitted 
some important detail. The man said, "Hang it — this means noth- 
ing to me," and began to question the boy. He asked him to 
describe the writer of the message in detail — as to appearance, 
dress, manner, etc. 

The boy was able to answer every question because he had 
been interested in his message and had observed his man. Grad- 
ually the business man's face brightened and he said, "Well, you 
are a little brick. I understand it all now." The boy never knew 
what was omitted in that message, or what he supplied, but he 
knew that he give the information desired. This boy was inter- 
ested, alert, observing. 

The boy who hopes to make the hotel profession his life work 
must have a sense of honor and an appreciation of the impor- 
tance of the simplest duties in this position. Never destroy a note 



MESSENGER BOY L6 



that has been given for delivery. If a mistake is made be honest and 

brave enough to admit it so that it may be corrected before it is 

too late. 

„ . . , „ , ,. Report for duty with a clean body, and 

Principles of cleanliness it t / -a • r • t, j 

clean linen. II a uniform is furnished, 

keep it whole and clean, free from stains or grease spots. Keep 

the hair well brushed, hands and nails clean, shoes polished. The 

average boy, at the messenger boy age, loves swimming but often 

is not fond of other forms of bathing. The hotel employee must 

learn at once the importance of the daily cleansing of the body. 

Messages must be carefully handled so that they do not become 
soiled or wrinkled before delivery. They must not be carried in the 
crowns of caps, or hats, but placed in an outer envelope and car- 
ried in an inside pocket. Exposure to weather may blur an address 
so that it will be impossible to read it; proper delivery is then 
delayed. A lost order for railroad tickets may cause a guest to 
miss a train. Be careful. 

Cleanliness of speech must also be practiced. In the perform- 
ance of their duties, messenger boys may hear coarse remarks, and 
vulgar or profane stories, but these should never be repeated. 
Avoid the cigarette smoking, corner idling, habits so easily formed 
in youth. 

Frequently hotel employees lack home ties and seem to have 
no definite interest to attract them after their day's work. The wise 
boy will join an athletic association or some of the other good 
organizations for study, healthful recreation, and self improvement. 
These organizations help young boys to form clean, healthful habits 
of life. 

Be polite to all. Remove hat or cap when delivering a mes- 
sage to a lady, also when entering an elevator in which there are 
ladies. Allow guests to pass from the elevator, or door, first. If 
there is no one else at hand, hold the door open for guests. 

^ , ... „ Some hotels use the "Dime messenger" service 

Substitutes for ., U1 . ... „ , ° , ,, , 

, . , available in many cities. Bell boys may be called 

hotel messengers . j <? . T i. 

upon to run errands tor guests. In such cases 

prevailing rates are charged to guest's account and bell boys are 

required to observe the rules set out in this lesson. 

The messenger boy is in direct daily contact 



Excellent chance to 
learn hotel work 



with the manager, the staff, and the best of 



the hotel's guests and patrons. A willing, 
bright boy delivers messages promptly and correctly, keeping eyes 
and ears open with a view to learning the many details that come 
up daily in the work of the hotel office. Such a boy makes rapid 
progress to a better position. 



L6* MESSENGER BOY 



ni , iL . . ., Watch the porters at their work. Watch 

Study the work of others . „ .. • , , , i i i 

information clerks, and mail clerks. 

Make notes of mistakes that are made and study to correct them. 

Do not discuss the mistakes of others, but strive for perfect service 

as a messenger boy and be ready for a better position when the 

chance comes. Strive to cut off minutes and movements in the 

performance of each errand. 



6 PORTER L6 



Porter 

Hotel porters are hired by a head or chief porter to receive, 
deliver, care for, and forward the baggage of guests. These are 
their principal duties and must have first consideration at all times. 
The arrival and departure of trains, boats, buses, and airplanes, 
will vary in different cities and resorts according to schedules. 
There are many hours when porters may perform other duties as- 
signed to them. The hours for extra work must be arranged so 
that it may be done without conflicting with the all-important work 
of handling guests' baggage. 

Porters handle all heavy incoming and outgoing baggage. Out- 
going hand baggage may be handled by porters or bell boys ac- 
cording to the policy of the hotel operator. The problem of handling 
baggage is not so complicated, now that travelers use more hand 
luggage than trunks. 

T . . The porter meets most of the quests who 

Impression on guests . *\ Al _ , \ , , , s , 

patronize the hotel, and can do much to 

spread the feeling of good care and service. Guests are always 
anxious to get baggage to their rooms as soon as possible after 
they register. Their stay in the city, town, or resort may be short, 
or they may require their baggage promptly in order to keep im- 
portant engagements. 

If the transportation company has done its share, and has de- 
livered the baggage of the guest to the depot, dock or air-port, it 
is then the porter's duty to see that it reaches the guest's room 
without delay. 

Methods of delivering- J he p ° rter ,_ :^ ust have exact instructions 

incoming baggage f , rom the chlef porter concernln g the h *n- 

dling of incoming baggage, as this work 

varies in cities and towns of different sizes and location. Generally 

speaking, hotels follow one of two methods to get baggage to hotel : 

1. An arrangement is made with an outside, local, 
transfer company to do the hauling of baggage for the 
hotel. 

2. The hotel maintains its own transfer service with 
trucks, or wagons, and drivers under control of the hotel 
management. 

Baggage will also come by private motor, as an ever-growing 
number of motorists carry all their baggage in their cars. Bell boys 
will carry the hand baggage to the front office, but the porter re- 
ceives all trunks and heavy pieces. The porter writes the name of 
the guest in full on one tag for each trunk and, having tagged the 



L6 



PORTER 



baggage, holds it in the baggage room until guest has been as- 
signed to room. It is then entered on incoming baggage sheet and 
delivered. 

Handling Incoming Baggage 

When a guest registers he may hand his baggage check to the 
room clerk or may go direct to the porter's window and hand check 
to him personally. The porter should ask the guest when bag- 
gage is desired. The guest's name and room number is then written 
plainly on the check and the check number is recorded in detail 
on the incoming baggage sheet. (See Fig. 1.) Writing the name 
on check is a protection for the porter, as guests frequently change 
rooms. 

. . Local transfer companies may contract to 

an * ^ make calls for claim checks at regular 

agg g s hours, and bring baggage to baggage en- 

trance of hotel. If they do not make these 
calls regularly, most large hotels with capable porters can make 



Date. 










INCOMING BAGGAGE 


Room 


Pieces 
/ 


Check Numbers 


Sample 
Tables 


Time Rec'd 


Time Del'd 


Porter 


v5<>/r 


/# . 


9Ai 




#AI 


Q^cJ 















Fjg. 1 

arrangements to telephone to the transfer company's agent at the 
depot, dock, or air-port, giving him the numbers of the checks and 
the room numbers of the guests to whom they belong. The porter 
requests delivery of this baggage at once. However, some baggage 
agents refuse to release baggage without a check. In such cases the 
porter must send checks to the station. 

The transfer company's agent takes these numbers to the bag- 
gage room and claims the baggage. He examines every piece and, 
if any is found in bad order, signs for it "received in bad order." 
This places responsibility on the transportation company. 

When the transfer wagon arrives with baggage 
the hotel porter inspects each piece before he 
surrenders the check. If any piece of baggage 
is in bad order he signs for it "received in bad order." If the trans- 



Careful inspection 
of baggage 



8 PORTER L6 

fer company has already noted that the baggage was received in 
bad order, the driver will not object to this, as he has already fixed 
the responsibility on the transportation company. Baggage has 
often been damaged between the depot and the hotel, however, so 
the porter must always make this careful inspection and sign for 
each piece separately. This will save the hotel management from 
possible suit for damages to baggage. 

_ . . , Baggage sent to hotel by express will al- 

Receivmg baggage sent ? ^ ; ,, r™ 

. , . , f ways bear the name of the guest. The 

to hotel by express \ . ~ ■ . , °, , , 

porter signs for the trunk, or hand bag- 
gage, just as if it were delivered by a transfer company. He ex- 
amines each piece carefully, marks it "received in bad order" if 
necessary and pays any charges due. Such baggage is held in the 
baggage room until guest calls for it and presents an express re- 
ceipt; it is then delivered, or held in storage, according to instruc- 
tions by guest. 

tt u i. When baggage is delivered to the hotel by 

How baggage charges _ ss * , . J 

, ,, , any of the above methods, a voucher for 

are nanuied. _ , _ , . 

transter charges and any storage due, is 

made out by the porter or transfer driver. Charges may be sent to 

the front office at once where money is collected from the cashier; 

or porter pays charges out of his own pocket or cash drawer, being 

reimbursed at the end of the day or week by the front office cashier 

who enters charges upon the guest's petty account if guest has not 

arrived, or on the ledger account if he is registered. 

tt ji- • • « When a hotel operates its own trans- 

Handling incoming baggage „ . , ., 

.., a £ fer wagons, or trucks, these are sta- 

with own transfer wagons ,. ,.'./, . , A , 

tioned at the baggage entrance to the 

hotel. As a rule, they do no other hauling so are always available 
for prompt service. 

If claim checks are given by the hotel porter to the drivers, to 
present to the baggage agent, these drivers must inspect each piece 
of baggage and note any pieces received in bad order and sign for 
them "received in bad order." Such a driver is an employee of 
the hotel, therefore the hotel management is directly responsible 
for the baggage from the time it leaves the station. He must be most 
particular in his examination of the baggage or the hotel may be 
obliged to pay for wet, or damaged, baggage for which the trans- 
portation company is responsible. Watch for holes in sides of 
trunks, broken locks and straps. Baggage must be protected from 
rain, or storm, while being transferred to the hotel. When open 
wagons or trucks are used large rubber or waterproof covers are 
necessary. If, in spite of all precautions, baggage is wet, icy, or 
dirty, clean it off at once. 



L6 PORTER 9 

m " • , , ,. . Incoming baggage is marked with the 

Marking and delivering ° , oc \.° , .., . , 

& room number of guest either upon arrival 

^ g g at the hotel, or the hotel's driver may 

mark it at the station baggage room. A complete record is made on 
incoming baggage book or sheet (see Fig. 1) showing that baggage 
arrived at hotel at a stated date and hour, the time delivered to 
the guest's room, and the name or number of the porter who de- 
livered it. 

^ '. , , It is good service to telephone the quest's room 

Delivery of baggage , ° , ,.. , «,, t. , ,. ° , 

and ask politely, May I deliver your baggage 

now?" Never enter a guest's room without 
knocking. Wait long enough to receive a reply. Porters have pass- 
keys, but must use judgment when entering rooms. Try the indi- 
cator near the door-knob to see if the door is locked on inside which 
would mean that guest is in the room. 

~ , Handle heavy baggage with great care. 

Care in moving baggage T „ , „ , J , ; & f & . & 

If handled carelessly, sample trunks, and 

wardrobe trunks may knock off legs of beds and dressers, break 

corners of walls, furniture or doors in halls or rooms. If anything 

is marred or broken, it should be reported at once. Do not leave the 

room "out of order" or throw the piece of wood away. If property 

reported, at the moment, the walls, woodwork or furniture may be 

repaired and the room will be "in order" without delay. 

Do not drag trunks over carpets or floors. Use a baggage truck 

or, if none is provided, carry light^ trunks on back and get help for 

carrying the heavier pieces. Porters are supposed to be able to lift 

and carry baggage. 

T , . , Place each trunk with the lock side out 

Leave baggage in order 

and away from the walls so that guests 

may unlock baggage with ease and open it without damage to walls. 
Offer to unlock baggage for guest. Do not leave trunks on end 
(except wardrobe trunks). Unfasten trunk straps and place bag- 
gage to the best advantage or according to guest's wishes. Never 
leave baggage in the middle of the floor, except sample trunks, 
which are sometimes left in the center of sample rooms for use in 
displaying goods. 

Porters do not handle the incoming hand baggage. Rell boys 
assist in rooming guests and they carry the hand baggage to the 
rooms. 

__ „ . The care of baggage that is held in storage 

Free storage of baggage . . . - - ° * * -. ;, . n ■ °. 

is an important duty of the porter. Guests 

frequently require that their baggage be stored in the hotel baggage 

room. This is particularly true in residential hotels where baggage 

may be left for months at a time. Many hotels do not charge for 



10 



PORTER 



L6 



this service, but issue to the guest a check like Fig. 2, which provides 
that the guest waives all claims for damage to baggage. The hotel 
requires this protection in view of the fact that no charge is made 
for storage. 



* Hotel Wellington 
STORAGE CHECK 
161 

ORIGINAL 



Hotel Wellington 
STORAGE CHECK 
161 

DUPLICATE 




from the Wellington Hotel and 
agree that in consideration of not 
paying storage, I will not hold 
said Wellington Hotel Company 
responsible for above article for 
loss by fire, water, theft or any 
other damage. 
Signed 



I hereby accept this check for 

from the Wellington Hotel and 
agree that in consideration of not 
paying storage, I will not hold 
said Wellington Hotel Company 
responsible for above article for 
loss by fire, water, theft or any 
other damage. 
Signed /J £0J^ -/-• 




Fig. 2 (front) Fig. 2 (back) 

p . , . When a storage charge is made, an ordinary bag- 

gage check is given. This does not contain the clause 
which waives the guest's claim for damage. The porter takes such 
precaution as to have a wire cage built in the baggage room in 
which all paid storage is placed, or a small room may be set aside 
for this purpose. 

Whether baggage is stored free, or storage is charged, the 
porter must secure the guest's name, and permanent address, and 
record it in the storage book with memorandum showing number 
of pieces stored and condition of baggage when stored. 

There is another kind of storage of which every 
hotel has a quantity at times. This is baggage 
belonging to guests who have left without pay- 
ing their bills. Every precaution should be taken to protect such 
baggage so that the guest may find it in good condition when he 
returns to settle his account. Guests may depart in good faith and 
may be detained by illness or other reason. Never lend or give 
away baggage that is held under this class. Keep it safely locked 
away for a period of six months to a year, or as long as required 
by law. Afterwards baggage may be sold to second hand dealers or 
given to some charitable organization. 



Delinquent guest 
baggage storage 



L6 PORTER H 

The chief porter, or the hotel management, 
Baggage insurance m&y carry & « blanket insurance policy" giv- 
ing protection against damage hy fire or water. Such a policy 
covers, or insures, all baggage that may be stored. The check issued 
to guests on stored baggage may also include a clause providing 
that the hotel management is not responsible for damage done to 
stored clothing by moths or vermin. This will protect.against claims 
for damaged clothing that may have been infested with moths, or 
vermin, when stored. 

When it is necessary for a guest to identify 
Identification of Ms baggage because of loss of check, or for 

baggage by guests Qther reasonj be sure f comp i ete identifica- 
tion before releasing it. A prominent hotel porter says that "at least 
6 articles of personal apparel or use should be named." Almost any 
man could claim "a blue striped shirt, a Gillette razor and a brush." 
Require the guest to name articles which are really individual 
or unquestionably his own. Always respectfully refer cases of 
doubtful identification, and all complaints, to the manager or as- 
sistant manager. The reason for this is obvious. A guest will resent 
the idea of having his identity passed upon by a porter whereas he 
will accept the policy and judgment of the manager or his assistant. 

Protecting Baggage in Storage 

The transportation manager of one of New York's largest hotels 
calls attention to the practice of dishonest persons who operate in 
hotel baggage rooms. In an article in Hotel Operation (a section 
of "Hotel Management"), he writes: 

Check Switching 

"Check switching", in hotel and railroad baggage rooms, is one of the crooked 
schemes that have always to be guarded against. A thief by the old. time system 
could go to the baggage room, tell the porter that he would be there getting 
samples for about twenty minutes, and while the porter was absent, he would 
switch his check with that on a trunk which had all the appearance of being 
more valuable than his own and shortly afterward present his check to the trans- 
portation desk. He would be given the good trunk and be on his way before 
the rightful owner could put in a claim and the mistake discovered. It would 
be almost impossible to trace the crook and the hotel would be in for a law suit 
or settlement, besides the loss of a guest. 

It was necessary to devise some system that would do away with confusion, 
prohibit any "check switching" by crooks and save time for both the guests and 
the porters. The plan that was adopted was as follows: 

A check with two parts was prepared and attached to this was a paster. 
Upon both parts of the check and upon the paster appeared the same number. 
The number on the paster was in large red numerals. The lower portion of the 
check was given to the guest, and the upper portion fastened upon the trunk 
with a wiring device that would easily go on but could be taken off only with 
effort. After the check had been fastened to the trunk the paster was pasted 
upon the outer end of the trunk as it stood in the storage room. When a 
trunk was wanted from this room the porter took the claim check, noted the 
number and then looked for the big red numbers that were plainly visible at 
some distance. After locating the trunk he verified it with both the claim 
check and the one attached to the trunk and knew that he was correct. Much 



12 PORTER L6 

time was saved by this method while mistakes and losses were almost entirely 
eliminated. 

The slickest of crooks cannot beat the big red paster system. He cannot 
tear it off and substitute his own paster successfully, so must operate only where 
antiquated methods are employed." 

TT j. \ \ , ... A lock check has been devised for use on 
Use or a lock check xl , - , i,ij* ,, , 

trunks and baggage held in storage so that 

baggage can only be claimed by presenting the duplicate to this 

check which serves both as key and check and which is given to the 

guest who leaves the baggage. The chief porter may have a sealing 

iron with which he, personally, seals baggage by tying a cord over 

the lock and affixing it with hot wax or lead. This may be done in 

the presence of the guest for assurance of safety. 

If a person other than the owner of baggage attempts to gain 
access to it, the porter will require a signed order from the owner 
and further will have this order authorized by the front office. 

The hotel's liability for baggage under various conditions will 

be' further discussed in Lesson 47. 

T , , , f Bins for storing trunks can be constructed of iron 

, pipes placed vertically and horizontally leaving 

storage room . t xf . .. \ ^ \ , f 

aisles between sections tor easy access, Each trunk 

is tagged and placed in a bin bearing the same number. 

rn ' . ' jV i_ The baggage room must be kept clean 

Cleaning the baggage room , . , ,- ■„ ,. , 

and in order at all times, as guests re- 
quire easy access to their baggage. It should have a thorough clean- 
ing at least once a week, when all baggage is moved, the walls 
brushed, floors scrubbed, lights cleaned, and all baggage carefully 
dusted and replaced. This is the work of the porters and should 
be done regularly and thoroughly. 

Do not set baggage under, or near, pipes of any kind. Make 
reqular weekly inspection for mice or rat holes and take imme- 
diate steps to kill or drive off any of these pests. If the baggage 
room is the least bit damp, all trunks should be put on a platform 
built a few inches above the floor. 

Movement of Baggage Within Hotel 

In large hotels there is much moving of baggage from room 

to room. Guests may be roomed temporarily until a suitable room, 

either as to price, size, or exposure, is available; guest is then 

transferred to the desired type of room. Many of these transfers 

are made daily. 

Porters transfer hand baggage, as well as trunks 

. , , and heavy luggage, in changing guests from one 
porter s order 
F room to another. This is done only upon receipt 

of a "Porter's order" issued by the front office. (See Fig. 3.) 

If requested by a guest to change baggage to another room, or floor, 



L6 



PORTER 



13 



the porter must respectfully advise that he is not permitted to do 
this without a "Porter's order". 

Where floor clerks are employed the porter is required to 
present his porter's order to the floor clerk who notes the departure 
from her floor, or transfer to another room on her floor, on the 
departure side of an arrival and departure sheet. She enters the 
porter's number, the time, and number of room to which baggage 
was moved. 



PORTER'S ORDER 

Room Uo.-^./.g- \oJj£*J!-~&- 

Mr.- 

D^>/-/4>/jS?...[ Tim e -/7r,^?_...m. 

Clerk kS/Zsi^d T ^r??4 r S_ 

Porter ....^-^-^r^r^ 

Fig. 3 



The floor clerk on the floor receiving the guest in such a trans- 
fer also makes entry on the arrival side of her sheet. 

Floor clerks require that slips be presented for all movement 
of baggage, in and out of the hotel as well as for transfers within. 

Move quietly in making transfers of baggage within the hotel 

and observe all the rules for guarding against injury to guests or 

employees or damage to walls or furnishings. 

_. . . j, ,, A guest who is leaving the hotel at 

Moving baggage from guest's & . , J° . , 

7 i a certain hour may desire to leave 

room to parcel room ... , ,., , . ., , 

his baggage until later in the day. 

As it cannot remain in the guest's room the porter takes it to the 

check or parcel room, where he receives a duplicate parcel room 

check, like Fig. 4 or Fig. 4-A. He gives this to the guest, or may 

keep it at the porter's desk until the guest calls. 

A "baggage release" (see Fig. 11) must be secured from the 
front office before even hand baggage is carried to the parcel room. 

. , , , If sent to meet guests the porter wears the 

A " , . . , full uniform of the hotel for easy identifi- 

stations, and air-ports ,. TT ... , .. , 

cation. He will render every possible as- 
sistance; collect and count hand baggage; make sure all pieces are 
there; inquire concerning heavy baggage, making necessary ar- 



14 



PORTER 



L6 



rangement for its delivery; escort guests to bus, if one is main- 
tained by hotel, or call taxi. 

Handling Outgoing Baggage 

When hotel guests wish baggage checked out, they consult the 
porter. No other employee of the hotel is permitted to attend to 
the removal of heavy baggage. 



O 

HOTEL 

PARCEL ROOM 
25 

ORIGINAL 
HOTEL 

PARCEL ROOM 
25 

DUPLICATE 



o 

Qtfje Wellington No. 6021 

CHECK ROOM 


Number of 


Suit Cases — Locked — Unlocked 




Valise — Locked — Unlocked 


















Received by 








GHje Wellington No. 6021 

CHECK ROOM 


Number of 


Suit Cases — Valise — Packages 




Coats — Umbrellas — Canes 


















CONTRACT RELEASING LIABILITY 

No charge being made for the receipt and storage 
of the property for which this check is issued, it is 
agieed by the holder, in accepting this check, that the 
hotel shall not be liable for loss or damage to said 
.property caused by negligence of the hotel or its 
employees, or by water, fire, theft or any other cause. 

If property represented by this check is not called 
for within six months, the hotel may, at its option, 
sell the same without notice, at public or private sale. 

Hotel is authorized to deliver property to any per- 
son presenting this check, without identification. 



Fig. 4 



Fig. 4-A 

Used in hotels where a contract 

"releasing liability" is desired. 



Three Ways of Checking Biaggage Out 

1. It is checked from the hotel to the local depot, dock, inter- 
urban station or air-port only, and must be re-checked there. 

2. It is checked direct to the guest's destination, that is, the 
town or city to which he is bound. 

3. It is checked by special delivery to a specific address, such 

as a hotel, street number, hospital, or other destination, in another 

town or city. 

__ . . , The guest may wish heavy baggage, or hand 

Checking baggage , & , / • , . ., . , J , 5 s & . ' , 

. baggage, checked to the local depot, dock, or 

station only, where charges for excess baggage 

may be adjusted, or he may wish to store it there for several hours 

or even for several days. He consults the porter, who sends a proper 



L6 



PORTER 



15 



number of baggage checks like Fig. 5 to be tied to his baggage, 
one check for each piece. The lower portion of each check is torn 
off and given to the guest as a claim check. This must be presented 
at the depot, or station, when he desires to re-check baggage to 
destination. 



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RIVER'S 

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Must Detach T 
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Fig. 5 



The porter should explain carefully to a guest who appears 
unaccustomed to travel that this check is only a claim check to de- 
pot, dock, or station and that baggage must be re-checked from 
there. 

The porter then enters a full description of baggage handled 
on outgoing baggage sheet (see Fig. 6). He enters his own name 
or number, the guest's room number, the date and time called to 
check baggage, the number of pieces of baggage and description 
(whether trunks or hand baggage), also whether charges were paid 
by guest or paid at office and charged to guest's account. The porter 
then delivers baggage to the baggage entrance of the hotel to be 
turned over to the transfer man. 

Never allow baggage to be taken from 
the hotel without getting the signature of 
the driver for each piece. This is the only record the hotel has to 
show that it has delivered baggage to transfer company in good 
order. Figure 6 shows an outgoing baggage record sheet which lists 
the check number of each piece of baggage sent out on one load. 
It shows signature of driver who receipts for the lot "in good order" 
and the total number, circled and signed for, acts as a double check 
on driver and relieves hotel of responsibility if total number of 
pieces does not reach station. 

It is the porter's duty to find out from the guest what train and 
station, or boat and dock, or terminal, he desires so that the bag- 



Outgoing baggage record 



16 



PORTER 



L6 



gage may reach the place in ample time. He will see to it also that 
the baggage is protected against rain, storm, or damage, between 
the hotel and place of departure. This is especially important when 
the hauling is done by the hotel's own wagons or trucks. 



OUTGOING BAGGAGE. 

In Good Order 

DATE , 193 

DRIVER WILLIS , No. 28 ... 


Order 

or 
Room 


Check 


Pes. 


From 


Paid 


C.O.D. 


Route 

or 

Destination 


Signature 


Time 




4021 




Hotel Lewis 






Fla. 




1 P.M. 




4022 




«« 














4024 




ii 














4026 




i< 














4027 




ii 














4028 




ii 















4029 




ii 












4031 




ii 














4032 




i> 














4035 




ii 




- 




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4038 




ii 








WILLIS 






4039 




ii 

















































































Fig. 6 

«» , . , ,. , . Guests may wish baggage checked directly 

Checking to destination ,•■':. r. ,., r A / 

to destination (the town, city or resort to 

which they are bound) . They thus avoid the bother of re-checking 
at station. In such cases the porter will have purchased the trans- 
portation tickets for the guests, or will require them to show tickets 
before he issues checks to destination. 

Special arrangements must be made by the porter with the 
railway baggage agents in order to check baggage direct from the 
hotel to another town or city. Checks like Fig. 7 are filled out with 
the name of town or city from which the baggage is being for- 
warded, and the name of town or city to which the guest wishes 
baggage checked. 



L6 



PORTER 



17 



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Fig. 7 

When checking to destination there is need of a complete writ- 
ten record, giving full data covering baggage, therefore the porter 
also makes out an "advice slip" like Fig. 8. It is always made in 
triplicate. One copy is retained by the porter for record, one copy 
is given to the transfer driver and one copy, which is for the bag- 
gage agent's information, is attached to the baggage with the check. 
One baggage check and one triplicate advice slip is issued for each 
piece of baggage. 



ADVICE SLIP 

ELLIS TRANSFER LINE 

Call No. 4074 

Date Bagg. Ready 

Call at 

Name Number 

For to be checked 

To '- 

Via 

Ck. Nos. 

For o'clock Boat, Bus, Train, Plane 

Pass. Holds tickets issue 

Form Nos. 

Amt. Pd. - Amount to be Col 

Canceled Gross Wt 



Fig. 8 



Baggage sent out of town to specific destination 

special ae lvery suc j 1 as hotel, street number, hospital, steamboat 

" a ££ a & e j- ne Qr j n t e rurban station, is checked on a special 

delivery check like Fig. 9, having four parts or stubs. The back 

of the check (Fig. 10) gives instructions for its use. 



18 



PORTER 



L6 



o 

NEW YORK CENTRAL R. R. 

SPECIAL DELIVERY 

Date , 19 

Name 

Address 

Care of 

A 50449 

NEW YORK CENTRAL R. R. 

Date , 19 

Amt. Paid 

From 

To 

Via 

A 50449 

NEW YORK CENTRAL R. R. 

PASSENGER'S RECEIPT 

Date , 19 

Amt. Paid 

From 

To 

Via 

Address 

A 50449 

NEW YORK CENTRAL R. R. 
Date , 19 

Amt. Paid 

From *_ 

To 

Via 

AGENT'S STUB 

A 50449 

Fig. 9 



This, the string portion, must, 
in every case, be attached to the 
.baggage by the forwarding agent, 
together with next coupon. 



This portion will be detached by 
the Transfer Company making de- 
livery at destination, and presented 
with bill for service rendered in 
connection. 



This is a receipt to the passen- 
ger for amount prepaid as shown 
on face, and baggage bearing cor- 
responding check will, without ad- 
ditional charge, be delivered at 
address shown, providing it con- 
forms with the regulations as to 
weight, condition, etc. 150 pounds 
of baggage only is checked free 
for each adult passenger. Col- 
lection will be made at destination, 
for any baggage in excess of this 
weight. This receipt will be ac- 
cepted as a claim check when 
baggage is destined to a railroad 
station and in such cases must be 
surrendered before baggage is re- 
checked. 



This portion, the Agent's Stub, 
is to be retained by the issuing 
agent and enclosed with monthly 
report to the Auditor of Passen- 
ger Account. 



Fig. 10 



L6 PORTER 19 

The lower section, marked "Agent's stub," is retained by the 
porter because he issues the check and thereby becomes the issuing 
agent. This is filed with head porter for his record. 

The next stub, marked "Passenger's receipt," is given to guest 
as a receipt. The two remaining stubs are not separated and are 
attached to baggage. An advice slip is also attached to the baggage; 
one special delivery check and one triplicate advice slip to each 
piece of baggage. 

In order to make proper charges to guests, for baggage checked 
to destination by special delivery, the porter must be familiar with 
the bulletins that are furnished by local baggage agents. These 
show the charges for transfer of baggage in various cities. These 
charges differ according to local conditions and are subject to 
change. 

Suppose a guest wishes to check baggage from .a hotel in 
Albany, N. Y., to a hotel or residence in Philadelphia, Pa., and 
tickets have been purchased by way of New York Central and Penn- 
sylvania Railroads. Charges are reckoned by zones in large cities, 
according to distance between hotel and depot. Make them up in 
the following manner : 

(1st) Amount of transfer from Albany hotel to local station $ 

(2nd) Amount of transfer across New York City because of 

change from New York Central R. R. to Pennsylvania Railroad 

(3rd) Amount of transfer from Philadelphia station to hotel 
or residence 

$ 

Thus, the porter knows how much he must collect from guest 
for each piece of baggage checked direct as outlined above. Look 
up the charges for every lot of baggage checked. This may amount 
to $1.30 for each bag and $2.65 for each trunk, but will save the 
guest the annoyance of having "collect charges" follow. 

The porter makes payment in full to the local baggage agent 
who, in turn, pays the charges in the distant city through a clear- 
ing house method. 

The porter enters records of baggage on outgoing baggage 
sheet just as outlined in "checking to station," except that he adds 
the destination of the baggage. He then gets baggage to the en- 
trance of hotel and gets the signature for each piece of baggage 
from the driver who does the hauling. He may collect charges 
direct from guest or send charges in at once to office to be charged 
to guest's account. Baggage charges must be turned in imme- 
diately to the front office cashier as guests are usually ready to 
depart when they make arrangements for their baggage to be 
taken away. 



20 



PORTER 



L6 



Use of 
baggage release 



Porters always ask at front office for a "baggage 
release" similar to Fig. 11 before removing bag- 
gage from any room. The word "Baggage" is 
checked or circled. This is done to prevent the guest from sending 
baggage away before having settled his account. It gives the front 
office notice that the guest has ordered baggage removed from the 
hotel. It protects the hotel, the guest, and the porter because it is 
a record of the removal of baggage. 



Laundry 
Express 



PLEASE 

RELEASE 



Department. 



Baggage 
Freight 



Name , 



Who Occupied Room 

Boy Amount {«J«J«" } 

Send C. O. D. all Charges. 

" Collect Express Charges and j ^, Pged } Bill 

" Prepaid. Charge J Laundry and |^ I rged ] Bill 



Forward: 

Name 

Town . 

State 

Street or Hotel 

Si< 



»ign 



Cashier. 



PLEASE STATE HOW TO SHIP 



Fig. 11 

In well regulated hotels, the porters bring all hand baggage 
from the guest's room to the lobby, where it is held for guest's 
direction. Bell boys frequently attempt to, or are allowed to, handle 
outgoing hand baggage, but it should not be permitted. Perhaps 
guest wishes to send his suit case to the parcel room, a trunk to 
storage room in basement and other baggage to the train. Better 
service is rendered if porters handle all outgoing baggage. 

A careful study of the "Routing chart for baggage" will show 
its movement from arrival to departure. It illustrates the use of 
the various checks and of the baggage release. 

The porter should take all orders concerning baggage in writ- 
ing and repeat instructions to avoid errors. Give guests a written 
note of any travel instructions issued by porters. 






L6 



PORTER 



21 




UA 


to 


C£? 


w 


< t 


UD 


ex 


ID 


PC 



.OX/100 



22 PORTER L6 

Handling Sample Trunks, Boxes and Sample Tables 

Most commercial hotels set aside a certain number of rooms 
for use as sample rooms. Commercial men traveling for wholesale 
houses use these to display their goods for the convenience of 
buyers for local stores. 

Commercial men demand prompt service in the delivery of bag- 
gage. They have only a limited time to spend in each town, or city, 
and usually make their appointments by mail before arrival. They 
make appointments by the hour and, if their trunks are not de- 
livered, they may lose orders from local buyers. Baggage checks 
for sample trunks and boxes must, therefore, have prompt attention 
and calls must be followed up faithfully until such baggage is 
delivered to sample room. 

Porters may be required to carry sample cases, or large bundles 
of sample clothing, to local stores for commercial men. Sample 
trunks and boxes are frequently of huge size. Special care must be 
exercised by the porter in handling them to prevent damage to 
walls, doors and thresholds. Use a truck, or get help, for carrying 
sample trunks through halls and sample rooms. Do not mar or 
destroy the property of the hotel. 

A porter should have such tools as a hatchet, hammer, screw- 
driver, saw and nails. Wrapping paper, wire, twine, advertising 
stickers, and address tags, should also be kept on hand. 

Avoid giving information to guest as to when any sample room 

will be available; refer guest politely to front office. 

A , Sample tables, for use of traveling men in sample 

Arrangement of * ' s , r 

, . ,, rooms, are under the care of the porter. Ihese 

sample tables -J ■ , -.,. . . ., , A , ... 

may be built into the room and equipped with 

hinges so that they fold down against the wall when not in use; or 

they may be portable tables, consisting of long board tops, that are 

placed on wooden "horses." The porter places sample tables in 

position according to instructions of the guest. 

The head porter, or office, will learn the number of square feet 
of sample table space required and the guest will direct the arrange- 
ment needed to display his goods. Porters are not permitted to 
place sample tables, or any additional tables in rooms, other than 
sample rooms, unless they receive an order from the room clerk. 
Such orders are also signed with the 0. K. of the chief porter. If 
a guest requests that sample or other tables be placed in a bedroom 
the porter takes such request to the head of his department or to 
the front office. 

When baggage is removed from sample rooms, 



Care and storage 
of sample table 



at the time of guest's departure, the porter folds 
back, arranges, or removes all sample tables. 



L6 PORTER 23 

The next traveling man may require an entirely different set up 
and may wish more, or less, table space. Some hotels require that 
all portable sample tables be taken from the room and stored in 
the service hall or space provided; others permit the porter to place 
tables in one orderly pile in a corner of the sample room. It is 
better service to remove tables, leaving the room in order and hav- 
ing extra tables carefully stored where they can be found and put 
back into use quickly. 

Whatever the rule of the hotel, the porter gives careful atten- 
tion to sample tables immediately after removing baggage from 
sample room so that the chambermaid may sweep and clean the 
rooms before marking them "in order." The maid cannot mark a 
room "in order" when sample tables are strung along the wall 
in disorder. 

If the porter finds it necessary to hurry away with baggage 
he should report to the chief porter that he has not taken care 
of sample tables. This will insure prompt attention. 

„ .. ... Unless porters co-operate with the 

Co-operation with , , . , . .,. 

, , , housekeeping department in this re- 
housekeeping department -i_ -n u i « r 

spect, the rooms will be kept out of 

order" too long and confusion, or lack of harmony between the 

office and the housekeeping department, will result. 

Hotel work runs smoothly only when each person does all of 
his or her work. Each neglected duty will affect the good work of 
others, cause friction or discontent among fellow workers, and tend 
to destroy the smooth service which every good hotel manager aims' 
to provide for his guests. 

Dull hours between trains permit the porters to 
ean * . perform many extra duties. These are outlined 

extra au les ^y th e cn ief porter who is expected to use judg- 
ment in planning the work of his men so that extra duties do not 
conflict with the specific job of handling baggage. 

The usual duties arranged for porters follow, but vary accord- 
ing to the size of the staff and the busy hours of arrivals. Cleaning 
of cuspidors, for example, usually comes under the "porters." 
Cleaning of cuspidors does not mean simply emptying them, for 
these necessary evils should be washed at least once a day with 
hot soapy water, or hot water to which ammonia or washing soda 
has been added, and dried carefully. Clean, cold water left in the 
bottom will make cleaning easier. Rrass or metal cuspidors require 
daily polishing. Sand jars have replaced cuspidors in modern 
hotels; the porter will scrape off the top sand and trash and spread 



24 PORTER L6 

a top layer of fresh sand at regular hours. If properly washed and 
sterilized, sand may be used over and over again. 

Porters may be required to collect soiled linen from public 
washrooms and the linen room; carry it to the laundry and return 
the clean linen from laundry to linen room. 

Stands, or sample tables, used by wrap checkers for large par- 
ties may be stored by porters after use. 

Glass doors, windows, and light globes, on the main floor may 
be cleaned by porters. Housemen do the windows and globes in 
the upper part of the house. Some resort hotels, having many 
windows, require porters to assist with window washing during 
dull periods between "week ends." 

Dust all window sills, frames, and high places. Wash the glass 
on all lighting fixtures on main floor and in vestibules, or entrances, 
as well as those outside the entrances on the marquee or porte 
cochere. (Marquee— mar kee — a canopy of wood or steel, and 
glass over an important entrance. Porte cochere — ko share, a 
longer canopy extending all the way to the curb to protect guests 
when passing from vehicles into the hotel.) 

Dust and wash the leaves of palms and plants and empty pans 
under them. Water standing in pans grows stale and causes odors 
and decay of plants. 

Care of canaries or other birds in the lobby may come under 
his care as well as gold fish and other living creatures in their pond. 

Cleaning of Service Halls, Locker-Rooms and Sidewalks 

Sidewalks are cleaned in early morning and late afternoon 
hours or in accordance with local regulations covering use of water 
for such purpose. Sidewalks should be washed thoroughly when- 
ever the weather permits. To clean a sidewalk: First sweep it 
thoroughly, gathering all loose paper, leaves, and litter and place 
these in a bag or in the receptacle provided. When the water is 
turned on start the washing close to the building-line and con- 
tinue toward the curb, washing the dirt before a heavy stream 
of water. 

There is a great difference between wetting a sidewalk and 
washing one. A careless porter will stand with an air of indiffer- 
ence, play the hose over the sidewalk a few minutes, and call it 
washed. The careful worker uses a heavy, long-handled brush, or 
broom, for bad spots, and washes every part of the sidewalk 
thoroughly. Dirty sidewalks and entrances make a bad impression 
on arriving guests, therefore the porter's good or bad work in these 
places will go far toward producing an air of good hotel keeping. 



L6 



PORTER 



25 



The help's wash room and toilets may come under the porter's 
care. Toilets must be thoroughly cleaned every day; toilet-bowls 
scalded with hot, soapy water, toilet paper and towels renewed, 

floors, and walls kept clean and free of marking 
or writing of any description. 

Clean the help's lavatories thoroughly several 
times a day. Engineers, and other men doing 
dirty work about the house, use these lavatories 
and they are not always careful about washing 
them out, often leaving them in an unsightly 
condition. If the porter has charge of these 
toilets or lavatories he should use a small card 
or poster requesting employees to empty and 
rinse lavatory bowls after using them. 
Make the "Golden Rule" appeal— 

"You do not like to find a dirty lavatory, 
or toilet, when you want to use one, so do not 
leave a dirty one for the next person who 
uses this room." 

Follow directions given in lesson on "wash 
room attendant" for proper cleaning of these 
rooms and toilets. 

The porter's uniform (Fig. 12) usu- 
ally consists of dark trousers, dark 
flannel shirt or porter's jacket and a cap with a 
peak. Porters are permitted to wear hats, or caps, 
while on duty, but always remove them when entering guest's room, 
leaving them just outside the door. High-class hotels may have dis- 
tinctive uniforms made exclusively for them, which are not sold to 
any other hotel in that town, city, or resort. 




Uniforms 



pig. 



26 CHIEF PORTER L6 

Chief Porter 

The chief porter, or transportation manager as he is termed in 
the larger hotels, is the head of an important department having 
full charge of porters and messenger boys. He hires and discharges 
them and plans their hours and duties. He must be a good judge 
of men, employing only honest assistants whose references can be 
verified. Porters handle the valuable heavy and hand baggage of 
guests and have access to rooms at all hours, therefore honesty is 
the first requirement. 

Porters must be strong and skillful in handling heavy baggage 
without damage to walls and furniture. 

There are two general plans for operating this department : 

1. The concession plan, under which the chief porter 
rents the privilege of handling baggage. 

2. The salary plan, under which the chief porter is 

employed by the hotel management. 

~ . , The privilege of handling baggage may be rented 

Concession plan • . *\ " e . , s *r s J - 

outright by a chief porter who pays the hotel a 

sum that varies according to the size, location, class of patronage 
and the amount of baggage to be handled. Under this plan, he pays 
stated salaries to his own porters, and messenger boys, and furnishes 
their uniforms. No meals are furnished to his employees. He rents 
the privilege outright, but is responsible to the hotel management 
for the good conduct and good work of his employees. He, and they, 
are required to conform to the rules and policies of the hotel man- 
agement. 

„ , , The chief porter is paid a salary and hires a proper 

number of porters and messenger boys to give good 
service, pays their salaries and furnishes their uniforms. Under this 
plan the hotel may, or may not, furnish meals to porters and mes- 
senger boys. 

Under either plan the chief porter depends, in part at least, 
upon the "tips" received for service to guests, and commissions from 
transfer companies, to pay these salaries. 

n . , The chief porter establishes a station near ele- 

Porters stations L , , , . 

vators on lobby floor for convenience in assist- 
ing guests with out-going hand baggage. Such a station, and such 
attention, frequently discourages "skippers" who plan to leave 
without detection. A porter's station is also established in the bag- 
gage room and a porter's desk may be near the front office. 

The chief porter's position is an important one. Service to 
guests must be covered during the entire 24 hours; he therefore ar- 
ranges the working hours of his force to protect the service of 
handling baggage throughout the day and night. 



L6 CHIEF PORTER 27 

, „ . . Guests are invariably in a hurry when they come 

Need of quick, , , ^ , ,,. , ^ 

. . „. . to make arrangements lor their baggage, lhey 

intelligent work . , & A . .. j * •* * a- 

are in a hurry to receive it and get it to their 

rooms, or they are in a hurry to make a train, bus, plane, or boat. 

They demand quick, intelligent answers, correct information, and 

prompt service. 

The chief porter must be patient, calm, and anxious to assist 
guests, paying especial attention to elderly people, who are timid 
or uncertain in their plans, and to women traveling alone, or with 
small children. He should offer his services, or the service of his 
assistants, to perform any errand for them and should use the 
utmost care in advising them concerning trains, buses, boats, planes 
and connections. 

Importance of Giving Correct Information to Travelers 

When a guest asks for the best train, bus, or plane, to a cer- 
tain town or city the porter should repeat the name of the town and 
state, to be sure that it is understood correctly. Jot it down on a 
piece of paper. Ask guest whether morning, afternoon, or night 
transportation is desired, then proceed to look up the train, bus, or 
plane schedule. If the guest must change to another line, look up 
the connections under the proper road or line and always advise 
an hour that will allow ample time to make the connection. Give 
the guest information in a clear voice and if necessary write it out 
in detail. 

Unless it is unavoidable never suggest trains that will make it 
necessary for women, or elderly people, to change cars in the middle 
of the night. 

In the larger city hotels, the chief porter keeps a well-trained 
assistant porter at the window of his office or at his desk. This 
assistant has all data of the arrival and departure of trains, boats, 
buses, planes, and automobile or taxicab service. He takes the 
burden of the numberless questions that are asked daily and leaves 
the chief porter free to follow up calls for baggage, keep accounts, 
and maintain general supervision over his force. 

' . n ± . ., Time tables, maps, and transportation 

A study of time tables ., . ,. K » „ . . , ^ . 

guides, are studied carefully in order to 

answer intelligently the many questions put to the porter by guests, 
as to prices of tickets, information as to class and make-up of 
trains, connections with other railroads, terminals, or steamboat 
lines. He is able to tell which trains are equipped with chair, sleep- 
ing, dining cars, and air conditioning; time of departure and time 
due at destination of guest. Time tables, and make-up of trains, 
are subject to change without notice. 



28 



CHIEF PORTER 



L6 



The chief porter should apply regularly to the transportation 

companies for up-to-date schedules and information. 

~ j, ,. , , Transportation agents will furnish time 

Care of time tables . U1 x ., , , f , £ „ , 

tables to the hotel porter and a lull supply 

must be kept on hand. Do not throw these carelessly in a drawer 
or corner. Keep them filed in racks or spaces, so that they will be 
in order and easily located. Get new copies before the last one of 
any lot is given away. Time tables of various railroad and air 
lines differ; only a careful study of each inquiry will enable the 
porter to give correct information. 

For trains; memorize the signs which follow on the table Fig. 
13. They are signs that are in general use on all railroads and 
while many others are used to indicate stops and signals, these 
are the signs most frequently referred to in looking up informa- 
tion. Schedules or time tables also are available for buses, boats 
and planes. 



NOTICE 



Whenever the following signs are used on the time-table pages 
their meaning is as indicated below: 

* Means that the train runs daily, Sunday included. 

t That tiie train runs daily, except Sunday. 

t Daily, except Saturday. 

I Daily, except Monday. 

§ Sunday only. 

k Saturday only. 

_ _ Trains do not stop. 

|| That the train stops for meals at the station opposite the time 
to which this mark is prefixed. 

Where other signs are used their meaning is explained in foot- 
notes on the same page. 

The time of day is indicated by the use of light-face type for trains 
leaving between 12 :01 midnight and 12 :00 noon (A. M.) Between 
12:01 noon and 12:00 midnight (P. M.) heavy-face type is used. 

In all cases, unless otherwise stated, the time given is leaving time. 



Fig. 13 

. ., The chief porter is frequently requested to 

f y. purchase railroad tickets, berths and seats 

accommodations Z TT 1 * 1 •++ 

for guests. He must make careful, written 

note of exactly what is desired; the destination, train, number of 
tickets, location of seats, exact accommodations and baggage direc- 
tions. (See Pullman reservations sheet, Fig. 14). Repeat these in 
order to be sure that every item is correctly understood. 

Advise guests if chairs must be bought after boarding the train. 

Always procure tickets at regular railroad ticket offices. There 
are numerous expired, counterfeit, or stolen tickets in the hands 
of unauthorized parties. Such tickets may be refused by the rail- 
road officials when presented by the guest, causing him serious in- 



L6 



CHIEF PORTER 



29 



convenience and annoyance. Before purchasing tickets, always in- 
quire whether the train the guest wishes to take will stop at the 
station for which he desires a ticket. 



Date— _ . 




)NS 


HOTEL 




PULLMAN RESERVATIC 


Name 


City 


Route 


Time 


Lower 


Car 


Remarks 













































Fig. 14 

Transportation porter at hotel does not have a ticket agent's 
diagram any more. He phones to the Pullman office, reserves a 
chair, in the name of the hotel and picks it up, pays for it and 
charges the guest 50c extra for this service. 

When the hotel is filled to capacity, as during conventions or 
"peak of the season," the chief porter may engage or reserve at Pull- 
man office a certain number of seats or berths for guests of the hotel. 
These are held until within a short time before the train time when 
the chief porter phones to the Pullman office and releases them; 
or he may be supplied with the Pullman ticket agent's diagram (see 
Fig. 15), and allowed to assign, collect for, and issue tickets for 
chairs or berths. He telephones, or sends report to Pullman office, 
at least one-half hour before train time. 



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Fig. 15 

m . , _ _ When purchasing tickets, be sure to see 

Tickets must be stamped ^ each tkket ig stamped with the offi . 

cial dating stamp of the selling agent* and that it reads to the 
destination desired by guests. 



30 



CHIEF PORTER 



L6 



Stop-overs 



Stop-overs for from one to ten days are allowed by 
railroads on tickets of certain class. If a guest re- 
quests the purchase of a ticket with stop-over privileges, the por- 
ter must be sure to state this to the station agent when purchasing 
the ticket. Guests must be reminded that they are required to 
deposit their tickets with agent immediately upon arrival at point 
of stop-over. 



Date 






HOTEL 
TICKET ORDER 


Room 
Via 

Seat 

% 


Mr. 










Depart at 
Amount F 


.Tickets to 
.Room Section 




Lower 

Amount Charged, 


aid, $ 















Fig. 16 



The chief porter places all tickets for fares, berths 
Care of tickets Qr seatg in an envelope like Fig 16? fllls out the 

spaces in detail with guest's name, room number, destination, route, 
accommodations, and the total amount paid out. 



Date , 19— 

Room 

Charge — 



CHIEF PORTER'S CASH VOUCHER 

Room Date , 19 

Guest 

Baggage % Railroad Ticket % 

Storage $ Pullman Ticket % 

Samples $ Messgr. Service $ 

% 

, Chief Porter. 



Fig. 17 

He collects this money from the guest personally, or he may 
collect it from the front office cashier and have it charged to the 
guest's account, using a cash voucher like Fig. 17. 



L6 CHIEF PORTER 31 



The rules for handling baggage between hotel 
Baggage rues ^^ depot will be found to vary according to 
and regu a ions i oca ti n. Towns, cities, and transfer companies, 
have different methods of handling baggage and the chief porter 
will be obliged to conform to the rules or methods in use. Upon 
accepting a new position he should promptly make calls upon the 
station baggage agent, explaining to him the amount of baggage 
he will probably have to handle for the hotel and discussing with 
him the best means of getting prompt delivery to and from the 
station. 

If the baggage agent refuses to surrender any piece of bag- 
gage without presentation of a claim check, the porter must make 
arrangements to send every claim check to the terminal baggage 
room. The agent has a right to refuse this privilege of telephoning 
claim check numbers and the porter must accept his decision. 

_, , .. The chief porter is expected to be familiar 

Baggage regulations ..,, * i *• i u ui * j 

with baggage regulations, and be able to ad- 
vise the guest as to size, weight, and kind, of baggage that may be 
sent free upon presentation of a passenger ticket. He should advise 
guest to mark baggage with name and address, furnishing address 
tags like Fig. 18 for this purpose, and should copy the numbers of 
claim checks in his notebook. These precautions will assist guest 
in case of loss of baggage or claim check. 



FROM 
HOTEL BLANK 



i'.^M 



Fig. 18 

An amount of baggage not exceeding 150 lbs. in weight, and 
1.00 in value, will be checked free for each passenger holding 
an adult railway ticket. Baggage not exceeding 75 lbs. in weight, 
and $50,00 in value, will be checked free for each passenger hold- 
ing a half ticket, except where State regulations interfere. Trans- 
Pacific passengers are allowed 350 lbs. of baggage on each adult 
ticket from any point in the United States. Such baggage must be 
checked through from point to point. 

Baggage will not be checked short of or beyond destination 
of ticket presented at time of checking, except on tickets on which 



32 CHIEF PORTER L6 

stop-over privileges are granted. On such tickets, baggage may 
be checked to any of the authorized stop-over points. 

Guests should be advised to claim baggage immediately upon 
arrival at destination, as storage charges are made for baggage 
remaining in baggage room or station over 24 hours after arrival. 

^ . Baggage weighing more than the amount named 

Excess baggage 5 n n i, i,- A V • ^- 

as free allowance will be subject to charge indi- 
cated on excess baggage card. These cards are secured by the 
porter from the baggage agent. Passengers are required to state 
the value of the contents of any piece of baggage at the time of 
checking. Baggage that is declared to exceed $2,500 in value will 
not be accepted from any one passenger for transportation by 
baggage service. Insurance at the rate of $.10 per hundred dollars 
may be carried. 

T . ., £ . , No trunk, box, or single piece of baggage, ex- 

Limit of size and ,. ' „ . . , , . „ n . , . .' 

. ,, j. , ceedme 250 lbs. in weight or 72 inches in either 

weight of baggage ,. & . n , & , j . > _, :r 

dimension will be accepted or checked. Rail- 
road companies reserve the right to refuse to check objectionable 
articles. It is unlawful to check baggage containing fireworks, ex- 
plosives, or dangerous contents. 
m i m. o Bicycles may be placed in trunks and 

u . , , . . , checked as part of the passenger's baggage 

bicycles and tricycles „ v». , , . . -. ? ^ 

allowance. Bicycles and tricycles, not in 

trunks (lamps, cyclometers and tool bags to be removed), may be 

checked and charges made at excess weight rates for gross weight. 

The minimum charge will be the same as for 50 lbs. of excess 

baggage. Only one bicycle (not in trunk) may be checked for each 

passenger. 

Owners will be required to sign proper releases, relieving the 
carriers from responsibility for loss of, or from damage to, such 
articles, before they will be accepted for transportation. Bicycles 
that are not in trunks do not form any part of the baggage allow- 
ance. The transportation of bicycles and tricycles intra-state is 
subject to state laws. 

Wheel chairs and stretchers should be part of the porters' 
equipment for use in moving guests who are ill or crippled. 

Skis are accepted on baggage trains so long as they are se- 
curely roped together and come within the weight allowed each 
passenger. 

m A . In the event of the death of a guest of 

Transportation of corpses ., , . , , xl , . „ , - 

. the hotel, the chief porter may be of 

great assistance to the members of the 

family in making arrangements for the transportation of the corpse. 

The chief porter should study carefully the rules of the transpor- 



L6 CHIEF PORTER 33 

tation line over which the body will be shipped. Numerous rail- 
road and steamship regulations must be conformed to in the ship- 
ment of corpses. The following general outline of railroad regula- 
tions will serve as a basis: 

(a) A corpse will be checked under an excess baggage check (or corpse 
check) showing form and number of ticket and endorsed "Corpse" and trans- 
ported in baggage car service under the following conditions: 

1. On surrender of regular one-way, first-class adult ticket. 

2. Upon presentation of legal form of transit permit, properly filled out and 
signed, showing that body has been prepared for shipment in accordance 
with law. 

3. Provided the remains are accompanied on the same train by an adult 
escort, who must present ticket for his or her own transportation, which 
must be endorsed on face of local tickets, and contract and each coupon 
of coupon tickets, "Corpse Escort. Excess Check (or Corpse Check) 

No ." One escort may accompany more than one 

corpse. 

(b) A corpse will not be checked beyond a point at which a wagon or 
ferry transfer is required, and it will be necessary for the escort of the corpse 
to make all arrangements for such transfer, and for re-checking from transfer 
point, except where, by special regulation, the transportation company provides 
this service. In every case this point should be looked up and guest advised. 

If It is desired to ship corpse without attendant, shipment is made by ex- 
press at double passenger fare. 

Never turn this work over to an assistant. Attend to it per- 
sonally, relieving the family or friends of as much anxiety and 
attention to detail as possible. 
Transportation of dogs W , hen a §^st desires the chief porter to 

and other animals tak f char S e ° f . shl PP in / a ^ h « m ust 

make careful inquiry for the rules over 

the line on which the dog is to be shipped. Most railroads do not 

allow dogs in coaches, parlor, or sleeping cars, but exception is 

sometimes made in the case of very small dogs that are carried in 

baskets. Dogs, properly crated, or fitted with strong collars and 

chains, may be shipped in baggage cars. The charges made will be 

regular excess weight rate for the gross weight. Such dogs must not 

be valued at more than $25.00 each, and must not be intended for 

exposition purposes, bench shows, or field trials. Dogs do not form 

any part of the baggage allowance and if they are valued at more 

than $25.00 must be shipped by express and not by baggage service. 

Steamships provide space for transportation of animals. Get full 

information before advising guest. 

Air Plane Baggage Regulations 

The chief porter should familiarize himself with regulations 
covering the transportation of baggage on air lines over which 
guests of his hotel may travel. These will be found to differ on 
the various air lines, but a general outline follows which will be 
helpful. Services offered by air lines change rapidly and current 
literature should be secured in order to give up-to-date advice to 
guests. 



34 CHIEF PORTER L6 

t^ j- «x« j?i. The term "baggage" shall mean all luggage, 

Definition of baggage . , , . , . ? ii? t ? 

« , including brief cases, portfolios, packages, 

for air planes , & , - . x , . ., 

sleeper envelopes, typewriters and similar 

articles, whether personally carried by passengers into the cabin 

or checked and carried in the cargo compartments. 

„ All baggage must be weighed when air plane 

Baggage allowance .. , ?P s ,, ° ... ^ 

, ticket is sold. 40 lbs. of baggage will be car- 

ried free on each full fare ticket. This does 
not include magazines or books carried on the plane by passengers. 
Baggage weighing more than 40 lbs. will be charged for at the 
published rates per pound. Baggage up to 50 lbs., (including free 
allowance of 40 lbs.) will be carried, provided proper excess charges 
are paid. Baggage over 50 lbs. is not accepted without approval of 
air plane Station Manager. If the plane is loaded lightly with bag- 
gage there might be no charge for a slight excess in weight. 

Air plane officials will suggest to passengers, with large amounts 
of excess baggage, that payment of excess baggage charge can be 
lessened by sending part of baggage by railway express. 

ou . £ Pets, which include animals, birds and reptiles 

Shipping of pets ' . . ' * 

u . , may be accepted on air planes as excess bag- 
by air plane J x • x ■ -J J xl. 

gage on certain trips, provided they are prop- 
erly crated and loaded into the baggage compartment. Pets may 
not be carried in the cabins. 

Baggage, or any object which might cause annoyance to pas- 
sengers, or which, on account of weight, size or other condition, is 
not suitable for transportation by air plane, and which cannot be 
carried in the regular baggage express compartment, will not be 
accepted. 

Money, jewelry, negotiable papers and the like, must not be 
enclosed in baggage to be checked on air planes. The shipment of 
ammunition, explosives, fireworks, corrosives, or any thing that is 
likely to catch fire, or endanger the lives of passengers, is pro- 
hibited. 

T* WVi f 1 ^ r Pl ane companies outline their liability as 

. , follows: "The liabilitv of the company for loss 

on air planes „ , . , , , , 

of, or damage to, baggage and/or personal prop- 
erty of passengers, is limited to the amount of $100.00 unless a 
higher valuation be declared and an additional charge paid there- 
for. Total valuation of baggage and/or personal property is limited 
to $1,000.00 on each full fare ticket." Insurance at the rate of $.10 
per hundred dollars at double value will cover guests' claims for 
losses, on excess weight. 



L6 



CHIEF PORTER 



35 



Collecting for Baggage and Handling Charges 

The chief porter keeps all the accounts of his department. He 
may have a cash drawer from which he purchases amusement, or 
transportation, tickets for guests, pays for the delivery of baggage. 
He then makes collection from guest or from front office. 

When baggage is delivered at the baggage en- 
trance of the hotel, a regular voucher (like 
Fig.- 19) is made out. The guest's name and 
room number are entered on this voucher which is taken to the 
front office cashier, who will pay the amount noted for transporta- 



Collecting for 
incoming baggage 



HOTEL 



Please Pay 



ELLIS TRANSFER LINES 

for Baggage IN-OUT, and charge to 



194... 



Room 



Collecting for 
outgoing baggage 



Fig. 19 

tion charges and enter same on the guest's bill. The chief porter 
may pay the transfer man his charges for each load of baggage de- 
livered or may keep an account with him and settle at the end of 
each week. Both incoming and outgoing baggage may be han- 
dled in this way. 

Guests usually pay for their outgoing baggage 
when they come to the porter's window to 
make arrangements for its removal, or they 
may instruct the chief porter to have these charges entered upon 
their accounts. When a guest telephones from his room to have 
baggage removed, the porters are instructed either to collect from 
guest or to enter a charge on this account at once at front office. 
A cash voucher like Fig. 17 is made out, with room number 
and name of guest. This voucher is presented to the front office 
cashier, who pays the porter the amount due for removing baggage 
and gives him a baggage release slip. Porters are instructed not to 
remove baggage from guests' rooms without a "baggage release" 
from the front office cashier. The chief porter keeps the agent's 
stubs, which are part of special delivery baggage checks, until the 
end of each month when they are sent to the auditor of passenger 
accounts of the railroad. 

Close watch is kept of the outgoing baggage 
sheet (Fig. 6) . The chief porter should consult 



Co-operation with 
the room clerk 



the room clerk frequently, giving him the 



36 CHIEF PORTER L6 



room numbers from which baggage has been removed. This will 

assist the room clerk in busy times to get rooms marked "in order" 

quickly. 

The porter also keeps in close touch with all records made by 

the assistant porters of incoming baggage. It is his duty to see 

that it is delivered to rooms promptly and correctly. He supervises 

the collection of hand baggage from rooms of departing guests. 

He may render definite service to the house detective, or the room 

clerk, by reporting any unusual condition in rooms, any suspicious 

baggage, or any unusual behavior of guests. 

„ ,. .., He will see that his staff gives good service in 

Co-operation with ., , £ ., , . , 

., , . the upper part ot the house, removing sample 

the housekeeper ,, j . £ . j- 

tables and baggage from sample rooms and 

rooms "on change." He will give quick assistance in case of sudden 

storm by sending porters to help with closing of windows. 

The chief porter keeps a book, or sheet, for record of stored 
baggage. Enter the name and address of guests, date when baggage 
was stored, date delivered, whether free storage is given, or the 
amount due for storage, and any explanatory remarks. Covers are 
provided for protection from dust or damage to all baggage held in 
the hotel's storage room. 

msVi-'f ''it i 1 Where there is no regular ticket 

Tickets for theatres, concerts, xl . . „ , & , 

... . , , agency, the chief porter purchases 

entertainments and tours .. , / ~ . lx . x 

tickets tor sight-seeing tours, con- 
certs, theatres and any special events or trips, upon request by 
guests. 

. . „ , The conscientious chief porter follows 

Supervision of employees xl , . , . ^ , . ,. , 

up the work ot his men, making a list 

of their daily and weekly duties and checking the work personally, 
through regular inspections of every room or portion that comes 
under his care. He will make at least one trip a day through the 
sample rooms to see that sample tables are properly stored and 
cared for. The work of the messenger boy is followed up by mak- 
ing an inspection of his Message Record Book after each errand 
to be sure that he has secured a signature of delivery of every 
message. 

He will see, personally, that only the most severe weather pre- 
vents the daily washing of the sidewalks. The sidewalks and en- 
trances to the hotel, are "first impression creators." If sidewalks 
are littered with paper, waste, and refuse, or covered with mud, 
ice or snow, a bad impression will be made upon arriving guests 
even before they have entered the doors of the hotel. 

The chief porter keeps the time book of his staff and all bag- 
gage record books. In small or residential hotels where there is 



L6 CHIEF PORTER 37 

little baggage to be handled, he may assist in the actual perform- 
ance of the porters' duties, while in the great city hotels of a thou- 
sand or more rooms, he may have a large staff of porters and mes- 
senger boys. 

^ , The general appearance of porters should 

Dress and appearance , & . , , mi_ ■ i_. £ i_ u 

be neat and clean, lne chief porter should 

see that neckties are subdued in color or black and that coats are 

fastened up close to the neck. Caps are worn straight and not on 

the side or back of the head. 

In some hotels the chief porter may handle outgoing and in- 
coming express packages when these are not handled through a 
regular package department or by the timekeeper's office. He may 
be required to act as information clerk and he should study care- 
fully the rules for this work. He announces the departure to the 
station of the bus where such service is furnished by the hotel. 

Since the porter's department is the last one with which the 
guests comes in close contact there is an exceptional opportunity 
for the employees in this department to leave a good impression. 
A wish for a pleasant journey should be expressed. A polite sugges- 
tion that the guest will return to the hotel on future visits to the 
city should also be given. 



« 



38 QUALIFICATIONS L6 

How the Seven Qualifications Apply to 

These Positions 

~ . Messenger boys give service by prompt delivery of mes- 
sages, correct reports, and proper signatures; porters by 
quick delivery of baggage to guest rooms or station, by intelligent 
carrying out of directions, by co-operation with office and house- 
keepers, and by careful, quick, quiet handling of baggage. The 
chief porter establishes a standard of service by drilling his men 
on the importance of taking orders and making records properly 
to avoid delay and inconvenience to guests. 

p, ,. The messenger boy delivers messages unsoiled by 

protecting them in a heavy envelope or case. He 
keeps his uniform, bicycle, record book, and other equipment 
clean. Porters do heavy lifting, rough cleaning, and handle dirty 
baggage at times, but must present a neat, clean appearance while 
on duty. They meet and talk with the hotel's most valued guests 
and patrons therefore they must be clean shaven and wear clean, 
whole clothing. Wipe off all baggage that is wet or dirty when it 
reaches the hotel. Leave everything in order in guests' rooms after 
delivery of baggage. The chief porter insists upon clean work by his 
staff and obtains it by constant supervision and inspection of the 
various rooms, or equipment. Make clean records on incoming and 
outgoing baggage sheets and careful entries of all orders. Set a 
good example for the men by care of uniform, desk, and records. 
Fffi . The efficient messenger boy loses no time between mes- 

sages, reports promptly after each meal or errand, 
delivers messages, and does errands accurately. If he finds him- 
self far away from the hotel, unable to locate an exact street or 
number, he should "call up" the hotel and get further instructions 
instead of losing time by returning to the hotel. The porter shows 
efficiency by careful delivery and checking of baggage, to prevent 
loss or delay in delivery, by proper storage and handling of sample 
tables and by clear, legible records of every transaction. An efficient 
chief porter plans the duties of his assistants so that all cleaning, 
or rough work, is done in early morning hours or during dull hours 
between trains. He is thoroughly informed of the schedules of all 
transportation lines and has a full stock of maps, time tables, rates 
and information to furnish to guests. 

The messenger boy practices economy by good care 

of his bicycle and uniform, by a determination not to 

wear carpets by unnecessary running in halls; not to waste electric 

current by useless riding in elevators; or stationery by scribbling 



L6 QUALIFICATIONS 39 

on sheets which must be thrown away. Porters save for the hotel 
by unceasing efforts to prevent claims against the house for damage 
to baggage. Inspect baggage and sign "in bad condition" for every 
piece that shows damage. Spare the walls, doors and halls in mov- 
ing baggage; save any broken pieces of furniture or woodwork. 
Never throw anything away. An economical chief porter never 
allows baggage to be neglected or damaged in handling or in 
storage. He checks up the working equipment of porters and re- 
quires them to lock up brooms, mops, pails and tools, returning 
old ones to storeroom when making out orders for new ones. He 
studies to operate his department at low cost. 
„ .. y. A polite, interested, manner when delivering mes- 

, . sages or performing any service will give a guest 

and courtesy & . ^ * . u •* i?* j j 

an increased sense of courtesy, hospitality and good 

care from the messenger boy. Pert, slangy expressions should not 
be indulged in. The porter who provides clean sidewalks, free 
from dirt, ice, or snow and who does clean, quiet work throughout 
the hotel, does his share in dispensing hospitality. Porters show 
courtesy to guests by knocking on doors when delivering baggage, 
removing hats or caps, and making careful, polite replies to in- 
quiries. The chief porter makes the work of the whole staff effec- 
tive, giving the guest hospitable treatment by a personal interest in 
the handling of each lot of baggage, whether in or out of the hotel, 
correcting mistakes before they have caused the guest loss or delay. 
w Sums of money are often entrusted to the messenger 

boy for the purchase of amusement or transportation 
tickets. He must be honest, and trustworthy; a boy who may be 
depended upon to complete a message and make a report on it. 
One false step at this age may spoil a bright future. Be honest 
with time as well as with money. Give good, quick, honest service 
every day. Porters carry pass keys and are free to go to any part 
of the hotel in handling baggage; their honesty must he above 
question. 

The chief porter is responsible for the good work and honesty 
of his men. He is required to look up references, follow up work, 
and check their records. He is the head of a department in a posi- 
tion where honesty first, last and always must be the rule. 



40 SELF-TEST QUESTIONS L6 



Self-Test Questions 



Do not send us answers to these questions. They are designed 
to assist you to get the main facts of your lesson. Review questions 
will come to you at proper intervals. 

1. What general knowledge is needed by a messenger boy? 

2. How can a messenger boy advance in hotel work? 

3. How does the porter receive and handle incoming baggage? 

4. Describe delivery of baggage to room. 

5. How does the chief porter protect himself against claims for 

loss or damage in storage room? 

6. Describe checking baggage from hotel to another hotel in a 

distant city or town. 

7. Tell how to arrange, care for, and store sample tables. 

8. What other duties may the porter have besides handling 

baggage? 

9. What is the limit of size and weight of baggage? 

10. How are charges collected for outgoing baggage? 

11. Describe a baggage release. 

12. Describe a porter's order. 

13. How may the chief porter co-operate with the housekeeper? 

14. How may he co-operate with the room clerk? 

15. By what other title is the chief porter known? 

16. How should the chief porter care for his supply of time tables? 

17. Why should the chief porter procure tickets at railroad ticket 

offices only? 

18. What is the limit of the value of baggage guests may check on 

railroad trains on each full fare ticket? 

19. How many pounds of baggage are carried free on each full 

fare air plane ticket? 

20. Name several articles that must not be enclosed in baggage 

checked on air planes. 

21. When may dogs be shipped in the baggage car of a train? 



TABLE OF CONTENTS 



Page 

Messenger Boy 1-5 

Bicycles, Care of 3 

Chief aim of 1 

Cleanliness, Principles of 4, 38 

Duties 1,2 

Engaged by chief porter 1 

Familiarity with city 2-3 

Honor unquestioned 3,39 

Importance of position 1,2 

Messages, Delivery of 1-2 

In person 1 

Left until called for 1-2 

Signatures obtained 1 

Through floor clerks 2 

Maps of cities and. towns 2-3 

Opportunities 1, 4-5 

Qualifications 2, 3-4, 38-39 

Interested, alert, observing _ 3-4 

Substitutes for 4 

Understanding the message __ 2 

Chief Porter 26-37 

Air plane baggage regulations _33-34 

Allowance 34 

Definition of term 34 

Liability for loss 34 

Pets 34 

Appearance and dress 37 

Assistant porter, Duties as 36-37 

Baggage regulations 31-33 

Bicycles, Transportation of — 32 

Corpses in baggage car 32-33 

Dogs and other animals 33 

Limit of weight and value 31-32 

Charges, Collection of 35 

Cooperation 35-36 

With housekeeper 36 

With room clerk 35-36 

Information, Need for correct- _ 27 

Operation, Plans of 26 

Concessions 26 

Salary 26 

Railroad accommodations 28-30 

Care of 30 

Pullman reservations 29 

Purchasing 28-29 

Stamping 29 

Stop-over 30 

Station, Location of 26 

Supervisory duties 36-37 

Tickets for theatres, 

concerts, etc. 36 

Time tables 27-28 

Care of 28 



Page 
Study of 27-28 

Quick work, Need for 27 

Porter 6-25 

Baggage, Incoming 7 

Care of 7,8 

Charges, How handled 8 

Damaged G-7 

Delivery, Methods of 6-8 

Express 8 

Hotel's transfer wagons __ 8 

Local transfer company 7 

Handling inside hotel 9-13 

Care in moving 9 

Delivery to room 9 

Marking and recording — 9 

Placing for convenience 9 

Porter's order, Use of 12-13 

To parcel room 13 

Identification of 11 

Inspection of 7-8 

Insurance of 11 

Outgoing, Handling 14-19 

Checking, Methods of 14-19 

Destination 16-17 

Record of 15-16 

Special delivery 17-19 

Charges, Collecting 19 

Station, depot, wharf 14-15 

Release of 20 

Storage 9-12 

Check switching 11-12 

Delinquent 10 

Free 9 

Lock check for protection _ 11 

Paid 10 

Protecting 11-12 

Room, Ideal plan for 12 

Cleaning and extra duties__12, 23-25 

Impression on guests 6 

Meeting guests at Station 13-14 

Qualifications 35-36 

Routing chart 21 

Sample tables 22-23 

Arrangement of 22 

Care and storage of 22-23 

Cooperation with house- 
keeper 23 

Need for by commercial men 22 

Sample cases and trunks 22 

Porters required to carry. _ 22 

Prompt service in handling 22 

Uniform 25 



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